If you are a former customer of Symbio Energy Limited, you should by now have been contacted by E.ON Next who have agreed to continue to supply you with energy under the provisions controlled by OfGEM in the event that an energy supplier ceases to operate.  

E.ON Next became your energy supplier on 3 October 2021. We encourage you to provide E.ON Next with a current meter reading as soon as possible and they are obliged to honour any credit balance you may have had on 3 October 2021.

Please see below a summary of Frequently Asked Questions, which you may find helpful.

If you have a more specific query our Azets Team will be pleased to help you. Please leave your Name, Number, Email, and your Symbio Energy Ltd account reference in the form below, and a member of our Team will get back to you as soon as possible. 

Alternatively, you may put your query in writing to Symbio@azets.co.uk and we will respond as soon as we can.

Your supply
When will I be switched from Symbio Energy to E.ON Next?
Symbio Energy customers were transferred to a new contract with E.ON Next on 03 October 2021. E.ON Next will contact all customers to explain what happens next.
If you haven't heard from them within a few days, please get in contact using the details below.
eonnext.com/symbio-energy

Your contract
Will I be on a different contract with E.ON Next? Will I pay more?
E.ON Next will put all ex-Symbio Energy customers on a deemed tariff rate before contacting them to provide personalised tariff information, which is protected under the energy price cap.
You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.
For clear advice on how to shop, see our guide for domestic consumers: How to switch and shop for a better deal, and for non-domestic consumers: Switching your business to a new energy tariff or supplier.

Switching supplier
I don’t want a contract with E.ON Next. Can I switch?
OfGEM advice is not to switch immediately, but wait until E.ON Next has been in touch with you. E.ON Next will provide you with personalised information about your tariff, and waiting for them to contact you will also be the smoothest way to ensure any credit balances with Symbio Energy are honoured.
Your account with E.ON Next will be fully set up in the coming weeks or months, and they will reach out to you to confirm once this has happened.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another E.ON Next tariff, or shop around. You won’t be charged any exit fees.
For clear advice on how to shop, see our guide for domestic consumers: How to switch and shop for a better deal, and for non-domestic consumers: Switching your business to a new energy tariff or supplier.

Accounts in debt or credit
I’m in credit with Symbio Energy, will I get my money back?
E.ON Next will honour domestic credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, and calculate your final account balance. They will do this in conjunction with the administrators and information from Symbio Energy.

I’m paying back a debt / my account is in debit to Symbio Energy. Will I now pay this to E.ON Next?
Current and former customers who owe money, or are in debit to Symbio Energy should wait to hear from E.ON Next or Symbio Energy’s administrators who will talk to them about repayment arrangements.

I’ve left Symbio Energy but I owe them money. Will I need to pay it back to E.ON Next?
If you have switched and owed Symbio Energy money, including if you were paying this money back, the administrators or E.ON Next will be in contact with you to discuss repayment arrangements.

I’ve left Symbio Energy, but have a credit balance. Will E.ON Next pay me this money?
E.ON Next will honour credit balances for both current and past customers of Symbio Energy who are owed money.
E.ON Next will review details of any debt or credit on your account and contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take some time, as E.ON Next needs to receive and process your records, and calculate your final account balance.

I am owed compensation by Symbio Energy, will E.ON Next pay me this?
No. E.ON Next will not pay this compensation. You should contact Symbio Energy’s administrators in this situation at Symbio@azets.co.uk
If you think your complaint is still ongoing, then once E.ON Next contact you, please discuss with them how the issue can be resolved.

Payments through direct debit
Should I cancel my direct debit?
You don’t need to cancel your direct debit, but can if you wish to. E.ON Next will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit.

I’ve already cancelled my direct debit. Should I do anything?
You don't need to worry if you’ve already cancelled your direct debit. E.ON Next will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Symbio Energy. If your account is in debit, you will be contacted by E.ON Next or the administrators with regards to repay this.

Smart meters
Will my smart meter continue to work?
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately, customers with older smart meter models may see a loss of smart functionality, but their supplies will continue uninterrupted. E.ON Next will upgrade these older meters for any customers who request it. Once the transfer to E.ON Next is complete, they will take steps to restore smart functionality.

Complaints and contacts
Will E.ON Next take on my unresolved Symbio Energy complaint?
E.ON Next is not required to take on any unresolved complaints relating to Symbio Energy.
However, if you believe your complaint is still ongoing, once E.ON Next contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps

If you require any further information and wish to speak to someone, please fill in the details below to register for a call back.